It’s been an absolute bloody joke tonight. I’m calling VM tomorrow and will likely move to cancel unless they formally acknowledge the problem and steps they are taking to resolve it.
Im out of contract so will cancel my direct debit if they continue to stick their head in the sand. This is a serious issue affecting a substantial number of customers in a specific area. Anyone just streaming TV will probably not notice, anyone who games online must be going spare.
If you have your super hub 2ac laying around still you can avoid the packet loss by going back to that, but it doesn't fix the spikes of latency. You can see the result difference in my Area 15 issue / info thread. This has been going on since december 14 and all i get as a response on the phone is your speeds are fine on speedtest.net
This is my first message on this forum and thought I should chime in with my experience so far. As this has happened to me a long time ago (I am a customer for almost 2 years now) - I would estimate the start of 2018. At first it would be a monthly thing and decided to let it go - no major issue only night a month. Since October 2018, that's when it got worse - I think it was this month. I have only started up the BQM (mentioned here) an hour ago, so not much to see yet. So the following issues I have noticed so far:
Gaming - the packet losses was visible for me as they will either disconnect me from the game (since start of 2018) or rubber-band like mad (only recently today)
Video Streaming - Netflix was harder to see, however, as my download speed would dip as well along with the losses (currently I should be at 200 Mbps and only getting 5 to 10 Mbps at the moment. I also extended the connection to another router in my room so it should actually cap at 100 Mbps). CrunchyRoll was a major issue during these periods. Shows would constantly lose connection or endlessly try to reconnecting (force closing the app).
Voice Chat - as I use Discord on PC, I am constantly connecting and disconnecting (the connection bar keeps alternating from green, amber, then red). For PS chat on PS4 I always get told my voice has dropped in quality or I flat-out get disconnected from it.
Downloads - Downloading some games (via Origin, Steam, uPlay, etc...) I see my download speed go to the usual 100 Mbps. However, when this fun period of packet losses occur, the speed drops down to 5 to 10Mbps.
When I was up in Scotland at my parent's for Christmas and New Years (Sky Broadband or Fibre, I can't remember which), this was the difference I noticed in two weeks: Not a single issue with gaming, video streaming, voice chat (i.e. Discord), or downloads (Steam only).
I want to say my issue is the same as everyone else here - as Islington area seems to be one of the victims (mine is EC1V - also the area 15), if I am reading the thread correctly.
I've been having similar problems with packet loss. Started around 20th december.
I've tried contacting virgin twice online and also ringing them up. they keep saying there isn't a problem. There clearly is - even in the homehub logs it looks like there are errors - apparantly this is fine? I've registered a formal complaint and I'm looking into changing provider at this point.